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Frontline Employee / Community Champion of the Year
Frontline Employee / Community Champion of the Year
Frontline Employee / Community Champion of the Year
Submission Criteria
Previous Winner
A submission in this category should demonstrate
The ways in which a frontline member of staff has gone beyond the call of duty in their role to achieving community value, customer and/or staff satisfaction and wellbeing. It is open to frontline staff such as bus drivers, train conductors, highways inspectors, school crossing patrols, receptionists & ticket staff; volunteers and community champions (for example, volunteer community taxi or bus drivers); rail station volunteers (for example gardeners, hospitality or basic maintenance); or volunteer campaigners to improve a service or safety standards etc)
Submission Criteria
Previous Winner
A submission in this category should demonstrate
The ways in which a frontline member of staff has gone beyond the call of duty in their role to achieving community value, customer and/or staff satisfaction and wellbeing. It is open to frontline staff such as bus drivers, train conductors, highways inspectors, school crossing patrols, receptionists & ticket staff; volunteers and community champions (for example, volunteer community taxi or bus drivers); rail station volunteers (for example gardeners, hospitality or basic maintenance); or volunteer campaigners to improve a service or safety standards etc)
Submission Criteria
Previous Winner
A submission in this category should demonstrate
The ways in which a frontline member of staff has gone beyond the call of duty in their role to achieving community value, customer and/or staff satisfaction and wellbeing. It is open to frontline staff such as bus drivers, train conductors, highways inspectors, school crossing patrols, receptionists & ticket staff; volunteers and community champions (for example, volunteer community taxi or bus drivers); rail station volunteers (for example gardeners, hospitality or basic maintenance); or volunteer campaigners to improve a service or safety standards etc)
David Cranstoun, Customer Host
Arriva Rail London
David Cranstoun, Customer Host at Acton Central, spearheaded food collection drives for City Harvest, a charity tackling food waste and hunger. Starting with four stations in 2023, he expanded in 2024 to 17 stations plus head office, mobilising colleagues, management, and passengers. His efforts yielded 787kg of food, 175 volunteering hours, and £1,405 in donations, providing 100,267 meals—up significantly from 2023. David’s leadership inspired directors to join volunteering, while his use of posters, leaflets, and station announcements maximised awareness. His initiative demonstrated how frontline staff can galvanise entire organisations, creating lasting community benefits. David embodies dedication, compassion, and initiative, proving one individual’s vision can mobilise hundreds of colleagues and make a measurable social impact.
David Cranstoun, Customer Host
Arriva Rail London
David Cranstoun, Customer Host at Acton Central, spearheaded food collection drives for City Harvest, a charity tackling food waste and hunger. Starting with four stations in 2023, he expanded in 2024 to 17 stations plus head office, mobilising colleagues, management, and passengers. His efforts yielded 787kg of food, 175 volunteering hours, and £1,405 in donations, providing 100,267 meals—up significantly from 2023. David’s leadership inspired directors to join volunteering, while his use of posters, leaflets, and station announcements maximised awareness. His initiative demonstrated how frontline staff can galvanise entire organisations, creating lasting community benefits. David embodies dedication, compassion, and initiative, proving one individual’s vision can mobilise hundreds of colleagues and make a measurable social impact.
David Cranstoun, Customer Host
Arriva Rail London
David Cranstoun, Customer Host at Acton Central, spearheaded food collection drives for City Harvest, a charity tackling food waste and hunger. Starting with four stations in 2023, he expanded in 2024 to 17 stations plus head office, mobilising colleagues, management, and passengers. His efforts yielded 787kg of food, 175 volunteering hours, and £1,405 in donations, providing 100,267 meals—up significantly from 2023. David’s leadership inspired directors to join volunteering, while his use of posters, leaflets, and station announcements maximised awareness. His initiative demonstrated how frontline staff can galvanise entire organisations, creating lasting community benefits. David embodies dedication, compassion, and initiative, proving one individual’s vision can mobilise hundreds of colleagues and make a measurable social impact.
WINNER
Charles King, Bus Driver
Arriva UK Bus
Charles King, Road Safety Champion at Arriva Luton, has transformed driver training and communications. Following a bridge strike, he redesigned low-bridge guidance and safety notices, leading to a 37% drop in recorded incidents and a 16% fall in passenger injuries. His materials—clear information sheets, route-specific guides, and training videos—are trusted as gold-standard resources, praised by the Health & Safety Leadership team. He also pioneered bridge-height messaging inside double-deckers, now under consideration for national rollout. Charles is recognised for his proactive, solution-driven approach, always stepping up to ensure colleagues are informed and confident. His work demonstrates how frontline leadership and practical innovations can deliver measurable safety improvements across operations.
WINNER
Charles King, Bus Driver
Arriva UK Bus
Charles King, Road Safety Champion at Arriva Luton, has transformed driver training and communications. Following a bridge strike, he redesigned low-bridge guidance and safety notices, leading to a 37% drop in recorded incidents and a 16% fall in passenger injuries. His materials—clear information sheets, route-specific guides, and training videos—are trusted as gold-standard resources, praised by the Health & Safety Leadership team. He also pioneered bridge-height messaging inside double-deckers, now under consideration for national rollout. Charles is recognised for his proactive, solution-driven approach, always stepping up to ensure colleagues are informed and confident. His work demonstrates how frontline leadership and practical innovations can deliver measurable safety improvements across operations.
WINNER
Charles King, Bus Driver
Arriva UK Bus
Charles King, Road Safety Champion at Arriva Luton, has transformed driver training and communications. Following a bridge strike, he redesigned low-bridge guidance and safety notices, leading to a 37% drop in recorded incidents and a 16% fall in passenger injuries. His materials—clear information sheets, route-specific guides, and training videos—are trusted as gold-standard resources, praised by the Health & Safety Leadership team. He also pioneered bridge-height messaging inside double-deckers, now under consideration for national rollout. Charles is recognised for his proactive, solution-driven approach, always stepping up to ensure colleagues are informed and confident. His work demonstrates how frontline leadership and practical innovations can deliver measurable safety improvements across operations.
Neil Atherton, Driving Instructor
Arriva UK Bus
Known as “The Bus Walker,” Neil Atherton combines his role as a driving instructor with tireless charity fundraising. Over 25 years, he has raised more than £15,000 for food banks, children’s hospitals, and community causes, walking between depots and along bus routes. Even when injured, his “Team Atherton” supporters carried on his challenge, raising more funds. Awarded the British Empire Medal in 2023, Neil continues to inspire colleagues through passion, fitness, and generosity. His efforts foster unity, motivate others, and create tangible community benefits. With upcoming walks totalling 150 miles across bus routes, Neil exemplifies commitment to both his profession and society, making him a role model within Arriva and beyond.
Neil Atherton, Driving Instructor
Arriva UK Bus
Known as “The Bus Walker,” Neil Atherton combines his role as a driving instructor with tireless charity fundraising. Over 25 years, he has raised more than £15,000 for food banks, children’s hospitals, and community causes, walking between depots and along bus routes. Even when injured, his “Team Atherton” supporters carried on his challenge, raising more funds. Awarded the British Empire Medal in 2023, Neil continues to inspire colleagues through passion, fitness, and generosity. His efforts foster unity, motivate others, and create tangible community benefits. With upcoming walks totalling 150 miles across bus routes, Neil exemplifies commitment to both his profession and society, making him a role model within Arriva and beyond.
Neil Atherton, Driving Instructor
Arriva UK Bus
Known as “The Bus Walker,” Neil Atherton combines his role as a driving instructor with tireless charity fundraising. Over 25 years, he has raised more than £15,000 for food banks, children’s hospitals, and community causes, walking between depots and along bus routes. Even when injured, his “Team Atherton” supporters carried on his challenge, raising more funds. Awarded the British Empire Medal in 2023, Neil continues to inspire colleagues through passion, fitness, and generosity. His efforts foster unity, motivate others, and create tangible community benefits. With upcoming walks totalling 150 miles across bus routes, Neil exemplifies commitment to both his profession and society, making him a role model within Arriva and beyond.
Paul Bennett, Bus Driver
Arriva UK Bus
Paul Bennett goes beyond his role as a bus driver to champion mental health and wellbeing at Arriva Derby. He created a depot-wide wellness programme offering health resources, exercise initiatives, and confidential peer support. He is especially recognised for supporting a grieving colleague through crisis, helping her remain in work. His initiatives reduced absenteeism, improved retention, and boosted morale, fostering a culture of openness and resilience. Employees report better energy, lower stress, and stronger teamwork. Paul’s compassion extends to passengers, ensuring all feel welcome and safe. By embedding mental health support into everyday operations, Paul has improved both workplace culture and community trust.
Paul Bennett, Bus Driver
Arriva UK Bus
Paul Bennett goes beyond his role as a bus driver to champion mental health and wellbeing at Arriva Derby. He created a depot-wide wellness programme offering health resources, exercise initiatives, and confidential peer support. He is especially recognised for supporting a grieving colleague through crisis, helping her remain in work. His initiatives reduced absenteeism, improved retention, and boosted morale, fostering a culture of openness and resilience. Employees report better energy, lower stress, and stronger teamwork. Paul’s compassion extends to passengers, ensuring all feel welcome and safe. By embedding mental health support into everyday operations, Paul has improved both workplace culture and community trust.
Paul Bennett, Bus Driver
Arriva UK Bus
Paul Bennett goes beyond his role as a bus driver to champion mental health and wellbeing at Arriva Derby. He created a depot-wide wellness programme offering health resources, exercise initiatives, and confidential peer support. He is especially recognised for supporting a grieving colleague through crisis, helping her remain in work. His initiatives reduced absenteeism, improved retention, and boosted morale, fostering a culture of openness and resilience. Employees report better energy, lower stress, and stronger teamwork. Paul’s compassion extends to passengers, ensuring all feel welcome and safe. By embedding mental health support into everyday operations, Paul has improved both workplace culture and community trust.
Neil Taylor, Bus Driver
First Bus East of England
Neil Taylor, based at Hadleigh Depot, turned personal challenges into community impact. While caring for his mother with dementia, he launched “Hammers for Work and Support,” a social media group supporting unemployed people in East London and Essex. Now with 26,000 members, the group has helped 500+ people find jobs and also provides cost-of-living and mental health support. Neil has organised charity initiatives, donated 700+ West Ham tickets to disadvantaged families, and raised £26,500 through challenges like the Three Peaks. He has also supported women’s refuges, addiction charities, and children’s sports clubs with donations. His platform fosters employment, wellbeing, and inclusion, making him a community champion far beyond his bus role.
Neil Taylor, Bus Driver
First Bus East of England
Neil Taylor, based at Hadleigh Depot, turned personal challenges into community impact. While caring for his mother with dementia, he launched “Hammers for Work and Support,” a social media group supporting unemployed people in East London and Essex. Now with 26,000 members, the group has helped 500+ people find jobs and also provides cost-of-living and mental health support. Neil has organised charity initiatives, donated 700+ West Ham tickets to disadvantaged families, and raised £26,500 through challenges like the Three Peaks. He has also supported women’s refuges, addiction charities, and children’s sports clubs with donations. His platform fosters employment, wellbeing, and inclusion, making him a community champion far beyond his bus role.
Neil Taylor, Bus Driver
First Bus East of England
Neil Taylor, based at Hadleigh Depot, turned personal challenges into community impact. While caring for his mother with dementia, he launched “Hammers for Work and Support,” a social media group supporting unemployed people in East London and Essex. Now with 26,000 members, the group has helped 500+ people find jobs and also provides cost-of-living and mental health support. Neil has organised charity initiatives, donated 700+ West Ham tickets to disadvantaged families, and raised £26,500 through challenges like the Three Peaks. He has also supported women’s refuges, addiction charities, and children’s sports clubs with donations. His platform fosters employment, wellbeing, and inclusion, making him a community champion far beyond his bus role.
Debbie Morris, On Board Supervisor
Govia Thameslink Railway: Southern
Debbie Morris, an On Board Supervisor for Southern, has shown unwavering dedication to passenger safety and customer care. Her presence reassures travellers daily, and she is often first to assist during disruption. Debbie’s approachable style, professionalism, and empathy ensure passengers feel supported. She represents Southern’s frontline at its best, combining operational reliability with personal care. Debbie’s consistency has earned respect from colleagues and customers alike, demonstrating how frontline roles are pivotal in delivering safe, inclusive, and dependable rail services.
Debbie Morris, On Board Supervisor
Govia Thameslink Railway: Southern
Debbie Morris, an On Board Supervisor for Southern, has shown unwavering dedication to passenger safety and customer care. Her presence reassures travellers daily, and she is often first to assist during disruption. Debbie’s approachable style, professionalism, and empathy ensure passengers feel supported. She represents Southern’s frontline at its best, combining operational reliability with personal care. Debbie’s consistency has earned respect from colleagues and customers alike, demonstrating how frontline roles are pivotal in delivering safe, inclusive, and dependable rail services.
Debbie Morris, On Board Supervisor
Govia Thameslink Railway: Southern
Debbie Morris, an On Board Supervisor for Southern, has shown unwavering dedication to passenger safety and customer care. Her presence reassures travellers daily, and she is often first to assist during disruption. Debbie’s approachable style, professionalism, and empathy ensure passengers feel supported. She represents Southern’s frontline at its best, combining operational reliability with personal care. Debbie’s consistency has earned respect from colleagues and customers alike, demonstrating how frontline roles are pivotal in delivering safe, inclusive, and dependable rail services.
Ben Haughton, Customer Service Assistant
Govia Thameslink Railway: Great Northern
Ben Haughton, based at Hitchin, is celebrated for his clear, engaging announcements and commitment to passengers. During disruption, his proactive updates are highly valued. A train enthusiast with deep knowledge, he supports colleagues by interpreting timetable changes and identifying service improvements. Despite initially being timid and autistic, Ben has grown into a confident role model, earning customer praise and management recognition. His performance improvements have directly enhanced service reliability and passenger satisfaction. Ben’s journey reflects remarkable personal growth, resilience, and contribution to both his team and the travelling public.
Ben Haughton, Customer Service Assistant
Govia Thameslink Railway: Great Northern
Ben Haughton, based at Hitchin, is celebrated for his clear, engaging announcements and commitment to passengers. During disruption, his proactive updates are highly valued. A train enthusiast with deep knowledge, he supports colleagues by interpreting timetable changes and identifying service improvements. Despite initially being timid and autistic, Ben has grown into a confident role model, earning customer praise and management recognition. His performance improvements have directly enhanced service reliability and passenger satisfaction. Ben’s journey reflects remarkable personal growth, resilience, and contribution to both his team and the travelling public.
Ben Haughton, Customer Service Assistant
Govia Thameslink Railway: Great Northern
Ben Haughton, based at Hitchin, is celebrated for his clear, engaging announcements and commitment to passengers. During disruption, his proactive updates are highly valued. A train enthusiast with deep knowledge, he supports colleagues by interpreting timetable changes and identifying service improvements. Despite initially being timid and autistic, Ben has grown into a confident role model, earning customer praise and management recognition. His performance improvements have directly enhanced service reliability and passenger satisfaction. Ben’s journey reflects remarkable personal growth, resilience, and contribution to both his team and the travelling public.
Tracey Soul, Driving Instructor
Stagecoach South
Tracey Soul has built a reputation as a dedicated mentor, shaping safe, confident drivers at Stagecoach South. Her empathetic teaching style combines technical knowledge with pastoral care, helping new recruits navigate challenges. She has supported drivers through personal difficulties, ensuring they succeed in demanding roles. Tracey’s leadership fosters inclusivity, resilience, and professional excellence, making her an influential role model across the business.
Tracey Soul, Driving Instructor
Stagecoach South
Tracey Soul has built a reputation as a dedicated mentor, shaping safe, confident drivers at Stagecoach South. Her empathetic teaching style combines technical knowledge with pastoral care, helping new recruits navigate challenges. She has supported drivers through personal difficulties, ensuring they succeed in demanding roles. Tracey’s leadership fosters inclusivity, resilience, and professional excellence, making her an influential role model across the business.
Tracey Soul, Driving Instructor
Stagecoach South
Tracey Soul has built a reputation as a dedicated mentor, shaping safe, confident drivers at Stagecoach South. Her empathetic teaching style combines technical knowledge with pastoral care, helping new recruits navigate challenges. She has supported drivers through personal difficulties, ensuring they succeed in demanding roles. Tracey’s leadership fosters inclusivity, resilience, and professional excellence, making her an influential role model across the business.
Sarah Turton, Revenue Protection Officer
Stagecoach South Wales
Sarah Turton is recognised for her proactive approach to passenger safety and fairness as a Revenue Protection Officer. She balances enforcement with empathy, ensuring vulnerable passengers are supported. Sarah has also driven initiatives around women’s safety, contributing to Stagecoach South Wales’ wider commitment to inclusivity and protection on public transport. Her work has built trust with both colleagues and communities.
Sarah Turton, Revenue Protection Officer
Stagecoach South Wales
Sarah Turton is recognised for her proactive approach to passenger safety and fairness as a Revenue Protection Officer. She balances enforcement with empathy, ensuring vulnerable passengers are supported. Sarah has also driven initiatives around women’s safety, contributing to Stagecoach South Wales’ wider commitment to inclusivity and protection on public transport. Her work has built trust with both colleagues and communities.
Sarah Turton, Revenue Protection Officer
Stagecoach South Wales
Sarah Turton is recognised for her proactive approach to passenger safety and fairness as a Revenue Protection Officer. She balances enforcement with empathy, ensuring vulnerable passengers are supported. Sarah has also driven initiatives around women’s safety, contributing to Stagecoach South Wales’ wider commitment to inclusivity and protection on public transport. Her work has built trust with both colleagues and communities.
Sue Tycer, Bus Station Supervisor
West Midlands Combined Authority
Sue Tycer, Supervisor at Wednesbury Bus Station, is celebrated for her extraordinary community spirit. When a vulnerable passenger named Jeff faced homelessness, she mobilised local networks to secure him accommodation, furniture, and long-term support—transforming his life. Beyond this, Sue covers shifts for colleagues with caring duties, pays fares for dementia passengers in need, and runs a Facebook group supporting small businesses and local causes. Her compassion gained media attention, turning her into a local hero. Sue embodies community-focused service, consistently going beyond her role to make a tangible difference in people’s lives
Sue Tycer, Bus Station Supervisor
West Midlands Combined Authority
Sue Tycer, Supervisor at Wednesbury Bus Station, is celebrated for her extraordinary community spirit. When a vulnerable passenger named Jeff faced homelessness, she mobilised local networks to secure him accommodation, furniture, and long-term support—transforming his life. Beyond this, Sue covers shifts for colleagues with caring duties, pays fares for dementia passengers in need, and runs a Facebook group supporting small businesses and local causes. Her compassion gained media attention, turning her into a local hero. Sue embodies community-focused service, consistently going beyond her role to make a tangible difference in people’s lives
Sue Tycer, Bus Station Supervisor
West Midlands Combined Authority
Sue Tycer, Supervisor at Wednesbury Bus Station, is celebrated for her extraordinary community spirit. When a vulnerable passenger named Jeff faced homelessness, she mobilised local networks to secure him accommodation, furniture, and long-term support—transforming his life. Beyond this, Sue covers shifts for colleagues with caring duties, pays fares for dementia passengers in need, and runs a Facebook group supporting small businesses and local causes. Her compassion gained media attention, turning her into a local hero. Sue embodies community-focused service, consistently going beyond her role to make a tangible difference in people’s lives
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